Airline service in the US worsened in 2004 - study

Airline Industry Information, April 5, 2005

AIRLINE INDUSTRY INFORMATION-(C)1997-2005 M2 COMMUNICATIONS LTD

Airlines in the US generally provided worse service and caused more consumer complaints in 2004 than in 2003, according to an annual study of aviation quality released on Monday (4 April).

Out of the 14 major US airlines rated in both 2003 and 2004 only four improved, that is AirTran Airways, Atlantic Southeast Airlines, JetBlue Airways and United Airlines.

The worsening of airline service is caused by an increased number of passengers combined with cuts in airline workforces and insufficient aviation infrastructure, reported The Associated Press.

In 2004 78.3% of flights arrived on time, compared to 82% in 2003. Skywest Airlines was on time the most, and American Eagle the least. Complaints about airline service rose 27% last year, while the number of passengers increased 3.3%. US Airways generated the most complaints, and Southwest Airlines the least. In 2004 4.83 bags were lost, stolen or damaged for every 1,000 passengers. Atlantic Southeast Airlines had the highest rate of mishandled bags, while AirTran had the lowest, according to the study.

The report rated the 16 US airlines that carried at least 1% of the 630 million passengers who flew on domestic services in 2004.

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